CREATIVE DIRECT MAIL by Alan L. Shulman, CPCU Use your agency management system to create effective direct mail marketing packages. Its a virtual certainty that youve us...

CUSTOMER SERVICE: IT'S NOT ABOUT TECHNOLOGY by Ed Higgins One interesting observation about technology applications is that agents have focused strongly on improving efficiency. M...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are: